OPERATIONS MANAGEMENT — BUS312.10
Dr. Shuguang Liu
Office: VH 335
Phone: 257-2960
Email: liush@newpaltz.edu
SUMMER 2012 — MTWR 1:30-3:25 — VH 214
Office Hours
MTWR 12:30 – 1:25
Class website
www.newpaltz.edu/~liush/om.htm
Course Description
Study of analytical tools used for managing operations. Topics include forecasting, inventory management,
project management, supply chain management, and quality management. Introduction of concepts and
techniques related to the design, planning, control, and improvement of business operations. Focus on service
operations.
Student Learning Objectives
After completing this course, students should be able to:

Develop an ability to apply operations management concepts in a variety of settings.

Analyze quality system problems within organizations using the principles of quality control/quality
assurance.

Build both quantitative and qualitative analysis skills, especially those needed for managing
operating systems.

Provide common-sense modeling concepts which can be used to help managers evaluate various
management problems.
Program Goals Supported
UDG
Goals
Critical
Thinking
Major
Minor
V
Oral
Communication
Written
Communication
Teamwork
Ethics
Prerequisites
The prerequisites to this course are BUS309 Statistics for business and economics I and BUS215 Business
decision support systems.
Prerequisites must have been completed with a grade of C- or better. This course must be completed with a
minimum grade of C- to meet the requirements of a business major.
Required Text & Other Materials
Fitzsimmons, James A., and Mona J. Fitzsimmons, Service Management: Operations, Strategy, and Information
Technology, 6th Ed., Irwin/McGraw-Hill, 2008, ISBN 007337783X.
Homework assignments and teaching notes will be distributed on the class website at
www.newpaltz.edu/~liush/om.htm.
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Grading
40% - Midterm Exam
40% - Final exam
10% - Quizzes
10% - Homework
There will be six homework assignments, one midterm exam and one final exam. All exams are close-book. For
these exams, you can bring one page cram sheet (both sides are allowed). Exams are not cumulative.
Dates to keep in mind
First class: May 22; Last class: June 26.
Final exam: Wednesday June 26.
Expectations
Treat this class as you would your job: prepare by reading the text and doing assigned homework. Arrive
promptly and remain in the classroom for the duration of the class period. Please do not exit and reenter the
room during class time, except in an emergency situation; turn off your pager or cell phone during class. Be
proactive: if you are having a problem with the material being covered, ask questions in class (if you don’t
understand something, chances are very good that other students also need clarification), seek help from the
tutor (hours will be posted on the class website), or speak with me during office hours.
Policies (applicable rules will be relaxed for students with documented health or personal problems)

At the end of a standard lecture, a quiz over the material just presented will be given. You may use
notes and texts, and are encouraged to confer with classmates. Quizzes are graded on a scale of 0 to
5 points and cannot be made up. They take ten to twenty minutes at the end of class. After a quiz
paper is collected from each student, the answers are presented just before the end of the class.
Graded quizzes are returned at the start of the next class, and solutions may be shown again as a
review.

Make-up exams: a student who is unable to take an examination at the scheduled time must contact
the professor prior to the time of the scheduled examination to make alternative arrangements for
completing it.

Absences: students who are absent from class should consult the class website as indicated above to
view the notes and homework assignments.

Assignments submitted after the deadline: work will be accepted up to one week after the stated
deadline, subject to a late penalty. Assignments will not be accepted after that time.

Cheating and plagiarism: students are expected to maintain the highest standards of honesty in
their college work. Cheating, forgery, and plagiarism are serious offenses, and students that engage
in any form of academic dishonesty will be subject to disciplinary action. The School of Business
Ethics Statement and Policy Regarding Unethical or Dishonest Behavior are appended, and can be
viewed online at: http://www.newpaltz.edu/schoolofbusiness/adminacad_integrity.html and
http://www.newpaltz.edu/schoolofbusiness/adminacad_behavior.html.
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Tentative Schedule
This schedule is tentative and intended as a guide for planning purpose and it will be adjusted as class
progresses. Check the class web page regularly for updates.
#
Date
Contents
Readings
1
5/22
Introduction
Syllabus
Forecasting demand for service and time series
2
5/23
Time series
5/27
Memorial day, no class
3
5/28
Seasonality
4
5/29
Forecasting error
5
5/30
Quality (service and product)
Ch 17
Ch 6 and Handouts
Control charts: variable
6
6/3
Control charts: attribute
7
6/4
Project management
Ch 15
Network diagramming
8
6/5
CPM
9
6/6
PERT
10
6/10
Time/cost tradeoff
11
6/11
Managing facilitating goods and EOQ
Ch 18
Intro to Beer Game
Handouts
Handouts
12
6/12
Beer game
13
6/13
Exam I
14
6/17
Quantity Discount
Backorder
15
6/18
News-vendor problem
16
6/19
Managing Supply and Demand
Ch 11
Protection level and booking limit
17
6/20
Overbooking
Yield Management Game
18
6/24
Global supply chain and collaboration
Ch 13 Handouts
19
6/25
Dual sourcing
Handouts
20
6/26
Final Exam
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SUNY New Paltz School of Business — Ethics Statement
School of Business students are expected to maintain the highest standards of honesty in their college work. Cheating,
forgery, and plagiarism are serious offenses, and students that engage in any form of academic dishonesty will be subject
to disciplinary action. While we prefer to adhere to a code of honor in the School of Business, due to national trends in
cheating, forgery, and plagiarism, we are instituting this policy within the school. Any student found cheating, committing
forgery, or plagiarizing may suffer serious consequences ranging from failing a specific piece of work to failing the course.
In some cases, a student may be expelled from the School of Business and the college.
Your business education includes learning ethics and values. We trust that you have the basic foundation upon which we
can build. You will be judged by your character as well as by your knowledge and skills since the business world
increasingly demands ethical behavior of its employees. Honesty remains an admirable quality.
Cheating is defined as giving or obtaining information by improper means in meeting any academic requirements or in
other aspects of your professional conducts. The use for academic credit of the same work in more than one course
without knowledge or consent of the instructor(s) is a form of cheating and is a serious violation of academic integrity.
Forgery is defined as the alteration of forms, documents, or records, or the signing of such forms or documents by
someone other than the proper designee.
Plagiarism is the representation, intentional or unintentional, of another’s words or ideas as one's own. When using
another person's words in a paper, students must place them within quotation marks or clearly set them off in the text
with appropriate citation. When students use another’s ideas, they must clearly identify the source of the ideas.
Plagiarism is a violation of the rights of the plagiarized author and of the implied assurance by the students that when
they submit academic work it is their own work product. If students have any issues with respect to the definition of
plagiarism, it is their responsibility to clarify the matter by conferring with the instructor.
Cases requiring disciplinary and/or grade appeal action will be adjudicated in accordance with Procedures for Resolving
Academic Integrity Cases, a copy of which is available in the office of the Vice President for Students Affairs, the office of
the Provost for Academic Affairs, and in the academic Deans' offices.
We, the members of the SUNY New Paltz School of Business community, are committed to practicing the highest
standards of ethical behavior and demonstrating integrity in all we do. We practice these standards and expect them to
be demonstrated by others not only in our business dealings, but in all our relationships. Ours is a culture of integrity.
For us, ethical behavior means adhering to certain standards in both public and private.
School of Business — Policy Regarding Unethical or Dishonest Behavior
The school maintains a system (including software and web-based resources), by which students are well informed,
educated and required to acknowledge by electronic signatures, the ethics, honesty and integrity standards of the School
of Business, and the consequences of violating those standards.
Instructors who identify any violators should report the incident to the Dean’s office for disciplinary action. The following
procedure is followed by the dean’s office for handling such incidents.
The involved students may request an appeal through Academic Appeal Committee (undergraduate) or Graduate Council
(graduate students).
First time offenders receive a failing grade for the course, which can only be changed based on a favorable outcome of the
appeals process, if applicable. The dean’s office keeps a list of first time offenders. The offenders are also required to
recertify their understanding of our ethics, honesty and integrity standards.
A second time undergraduate offender will be referred for possible dismissal to the Office of Student Affairs. A second
time graduate student offender will be dismissed from the Master's degree program in which he or she is matriculated,
subject to review by the Graduate Council.
Note: Once a student completes the training program, he/she shall be treated equally regardless of their previous
educational experience and cultural norms. Instructors are encouraged to remind students of our ethics, honesty and
integrity standards at the beginning of each course.
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